Financial Markets Level 1 Service Desk Support Analyst

Overview The Financial Markets Level 1 Service Desk Support Analyst will contribute to the teams success in supporting the stability and availability of the Market Data Services and Servers by raising service incident tickets, defining incident types, providing basic tirage, and assigning them to Level 2 Support. You will be responsible for responding to customer queries through various channels such as email and phone.

This is a customer-facing role. The individual is responsible for delivering customer experience and support of Market Data Services and Servers. The role is focused on the Financial Markets industry, liaising with technical representatives of TNS customers. This requires understanding basic concepts of exchange market data, applications supporting market data, Servers, financial markets, exchanges, data centers, and cloud solutions such as AWS and Azure-type cloud solutions. Responsibilities

• Monitor TNS s various event management systems.
• Monitor and manage inbound customer emails about TNS Market Data Services.
• Monitor and manage inbound customer emails about Server and OS issues.
• Respond to inbound telephone calls about TNS Market Data Services.
• Create incidents on the Incident Management ticketing system (TeamSupport).
• Define incident and provide level 1 triage following defined runbooks.
• Engage and escalate to Level 2 Support on incidents and see the incident through resolution.
• Be part of a global team providing 24x7and coverage on a rotation basis.

Qualifications

• Basic experience in a financial industry support role, preferably with a financial markets managed service provider or independent market data software vendor.
• Basic concept of Financial Markets (Equity, Futures, Options).
• Basic concept of exchange market data.
• Basic experience supporting and troubleshooting market data applications.
• Basic concept of Linux and Windows.
• Basic understanding of Server troubleshooting.
• Basic concept of Data Center and AWS/Azure-type environments.
• Great communication, and customer skills with attention to detail.
• Great attitude and provide peace of mind to your teammates and customers.
• This role is about being a team player in service of each other .
• Someone who is teachable.
• Has a drive to develop own skills and knowledge.